Beware any "deal" you get needs to be in writing. Having an agent agree something is useless. VM will offer things and then deny making the offer, happens again and again. VM cannot be trusted to do anything they say they will. Always get the agent name AND employee number when talking to an agent, also make note of the time and date too. Better still record the conversation if you can.
I realise that may seem a bit over the top but VM are very deceitful and it may save you grief in the future.
Agreed, the entire VM customer service system is completely broken.
VM really need to be massively fined by regulators.
All customers with complaints really must register their complaint with OFCOM - takes 5 minutes. Then onto CISAS if necessary. Only once customers start piling the pressure on VM via the regulators will they buck their ideas up. They really should be massively fined.